Carbonite Support > Resetting Your Password

Resetting Your Password

  • This article is for Windows and Mac

If you have not set or do not remember your Carbonite password, you can reset your password at https://account.carbonite.com/Subscriber/ForgotPassword, by clicking Forgot Password on the sign-in page, or with the button below.

Reset Your Password

You will receive an email from carbonite@cloud.carbonite.com to reset your password within an hour or less of submitting the request depending on your email provider.

If this email doesn't arrive in your inbox within an hour, please check your Spam or Junk folder and ensure the email address associated with your Carbonite account was typed correctly.

After you click Reset Password on the email, you will be prompted to enter a security code, security questions, billing information, or Carbonite computer information.

Please note that after 5 failed login attempts, you will be locked out your account for 1 hour.

If you are unable to reset your Carbonite password, please ensure that you have access to any Carbonite account information. Once you gather this information, our Carbonite Customer Care team will be happy to assist you!

The instructions for each scenario are collapsed below. Please click a section title to open / close the appropriate section.

I see an option to receive a security code by call or text

This prompt appears when you have a Two-Step Verification phone number registered with your account. We can finish verifying your identity using this phone number.

Select either Text (SMS) or Call, then click Send Recovery Code to get a text message or phone call with your five (5) digit code.

Text or Call

Type the code into the text box and click Submit my code.

Enter Code

You will now be able to choose a new password.

After verifying your identity, type in a new password. Your password must be at least eight characters. Choosing a password that fits the rules shown in the text bubble will provide you with additional account security.

Reset Your Password to Something of Your Choice

Enter the password again in the second box, then click Reset My Password to change your password.

If you are still experiencing difficulties after these instructions, or no longer have access to your old email address, you will be asked to provide information within your account, such as the billing information used to purchase the Carbonite subscription when contacting Carbonite Customer Care.

I see a prompt to answer my security questions

This prompt will appear if you do not have a Two-Step Verification phone number registered with your account, but you have filled out security questions. We can use these answers to verify your identity.

Enter the answers you set for the three security questions you chose. You may have selected different questions than the example below. Please note, it will not allow the same common answer to be used for more than one question, even if the questions chosen are different.

Enter Security Questions

When all answers are entered, click Submit. You will be able to choose a new password next.

If you don't remember your answers to these questions, click I don't know next to the Submit button. This will allow you to verify using different information (see next sections).

I see a prompt to enter my billing information

This prompt will appear if:

  • You clicked I don't know at the prompt to answer your security questions, and
  • You have at least one credit card purchase in your Carbonite purchase history.

We can use this information to verify your identity.

Enter the full name on the credit card, the last four digits of the card, and the billing zip code into the provided boxes.

When all answers are entered, click Submit. You will be able to choose a new password next.

After verifying your identity, type in a new password. Your password must be at least eight characters. Choosing a password that fits the rules shown in the text bubble will provide you with additional account security.

Reset Your Password to Something of Your Choice

Enter the password again in the second box, then click Reset My Password to change your password.

If you are still experiencing difficulties after these instructions, or no longer have access to your old email address, you will be asked to provide information within your account, such as the billing information used to purchase the Carbonite subscription when contacting Carbonite Customer Care.

I see a prompt to enter my Carbonite Serial Number or my Computer Name

This prompt will appear if:

  • You clicked I don't know at the prompt to answer your security questions,
  • You don't have any credit card purchasing information attached to your Carbonite account, and
  • There is some data in your backup.

We can use the Carbonite serial number or computer name to verify your identity. Select an option and enter the appropriate information.

Safe Pro Users: Please be sure the information you enter is associated with your computer's backup. You will not be able to reset your password using the information of another user on the account.
For help finding your Carbonite serial number or computer name, hover your mouse cursor over the icon next to either option. You will see links to instructions for finding the correct information on your computer.

When the correct information is entered, click Submit. You will be able to choose a new password next.

After verifying your identity, type in a new password. Your password must be at least eight characters. Choosing a password that fits the rules shown in the text bubble will provide you with additional account security.

Reset Your Password to Something of Your Choice

Enter the password again in the second box, then click Reset My Password to change your password.

If you are still experiencing difficulties after these instructions, or no longer have access to your old email address, you will be asked to provide information within your account, such as the billing information used to purchase the Carbonite subscription, when contacting Carbonite Customer Care.
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